FREQUENTLY ASKED QUESTIONS
Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.
What does this mean for you?
Processing times may be delayed. Generally, processing times are within 3-5 business days* although currently, those times vary due to the issues relating to COVID-19 and government orders and the impact on our business. Processing times may also be extended during holidays, launches/re-stocks, limited-edition releases, and promotions.
We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
*Please understand that business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
RETURNS & REFUNDS
DO YOU ALLOW REFUNDS/RETURNS?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. The only merchandise that can be returned or exchanged are items received damaged or defective. In this case please see the additional assistance section below for instructions.
Please keep in mind that colors will appear different on individuals depending on skin tone and lip pigmentation. Items will not be replaced or exchanged for this reason. Royal24 reserves the right to refuse any returns at any time.
Although we use common ingredients, if you are sensitive a patch test is recommended before use. Please seek medical advice from a Doctor and discontinue immediately should you have a reaction.
*At this time, for any orders placed on or after March 16, 2020, our return policy has been updated to allow our customers to cancel unshipped orders at any time for a full refund. If you wish to cancel or have any questions, please contact customer service at firstname.lastname@example.org
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email email@example.com. Our Customer Service team is available M-F 9 am - 6 pm pst. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team firstname.lastname@example.org if you have not received your confirmation email after 24 hours of your purchase.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Due to the extremely limited nature of our products, all sales are final. Orders can not be canceled, changed, or modified once they have been placed. Please ensure all info is correct before submitting your order.
I HAVE RECEIVED MY ORDER AND NEED SOME ADDITIONAL ASSISTANCE.
Please contact our Customer Service Team email@example.com to request a replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip. Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.
WHEN WILL MY PACKAGE BE DELIVERED?
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited-edition releases, and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. For expedited or one-day shipping please allow 1-3 business days for processing as your order is being prepared for shipment. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays, or transfers from USPS to international mail carriers.
I AM AN INTERNATIONAL CUSTOMER; DO I HAVE TO PAY CUSTOMS AND TAXES?
Items shipped outside of the United States are subject to duties, taxes, handling, and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore can not be reimbursed by Royal24. Customs regulations in the U.S.A. require that we display the full product value on the front of the package (this includes products that are purchased at a discounted price or are part of a promotion). Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
IS Royal24 COSMETICS CRUELTY FREE?
Royal24 Cosmetics does not test its products on animals.
We are also Leaping Bunny Certified and it is pictured on the sleeves and backs of the palettes. Leaping Bunny Certified means we do not test on animals and are cruelty free. Learn More.